Confluence Health · 2 months ago
Clinic Patient Access Experience Analyst
Wenatchee, WA
Full-time
Onsite
Mid Level
$23.22/hr - $37.78/hr
3+ years expConfluence Health is a community-focused healthcare organization that actively supports the quality of life in its region. The Clinic Patient Access Experience Analyst serves as a key leader in enhancing patient access and experience through the design and optimization of contact center solutions, ensuring service excellence and strategic engagement with IT and cloud technology partners.
Health CareHospitalMedical
Responsibilities
Oversee quality assurance processes by developing call monitoring standards, conducting evaluations, analyzing performance trends, and delivering actionable insights
Generate and maintain performance dashboards and historical reports
Track KPIs such as call resolution, wait times, and customer satisfaction
Monitor and analyze the impact of agentic AI on agent workflows, patient interactions, and overall contact center performance
Prepare and present quality and performance reports to leadership, and recommend improvements to workflows, training, forecasting and technology adoption
Provide feedback and recommendations to enhance AI-driven processes, ensuring alignment with organizational goals for patient access and experience
Collaborate with leadership and training teams to support agent development through coaching recommendations, training content feedback, and performance improvement strategies
Provide coaching and feedback to management based on QA findings
Assist in onboarding and ongoing education of contact center staff
Serve as the primary liaison between CPAC (Clinic Patient Access Center) operations, IT, and vendor teams to ensure alignment on contact center technology initiatives
Participate in agile development cycles including sprint planning, testing, and deployment
Provide IT and vendors with detailed workflows, content, and documentation to support system builds and enhancements
Provide feedback on the implementation, and optimization of call flows, queuing and routing logic
Collaborate on initiatives such as Intelligent Virtual Agent (IVA) deployment and Epic integration
Contribute to the digital engagement roadmap and patient experience strategy
Perform other duties as assigned
Demonstrate standards of behavior and adhere to the Code of Conduct in all aspects of job performance at all times
Qualification
Required
High School Diploma or equivalent (GED)
3+ years of experience in IT, Call Center, Telecom, Healthcare operations - and/or supporting end users
Ability to work in a fast-paced and constantly changing environment with developed customer service principles and practices
Excellent interpersonal and communication (oral and written) skills
Strong understanding of QA methodologies, tools, and performance metrics
Proficiency in Microsoft Office, QA applications, and cloud contact center platforms
Experience with agile methodologies and cross-functional project management
Strong analytical and time management abilities
Ability to work independently and collaboratively across teams
Working knowledge of contact center workflows and supporting users on enterprise Telecom platforms
Talkdesk Academy™ certifications at the Agent, Supervisor/Manager and Administrator level obtained within 6 months of hire
Preferred
Bachelor's degree in Computer Science, IT, Business Administration, Healthcare Management, or related field
Experience with Epic integration and healthcare workflows
Familiarity with AI-driven QA tools and speech analytics
Certification in contact center management or quality assurance
Benefits
Medical, Dental & Vision Insurance
Flexible Spending Accounts & Health Saving Accounts
CH Wellness Program
Paid Time Off
Generous Retirement Plans
Life Insurance
Long-Term Disability
Gym Membership Discount
Tuition Reimbursement
Employee Assistance Program
Adoption Assistance
Shift Differential
Company
Confluence Health
Confluence Health is a rural healthcare delivery system that provides safe and high-quality care.
1001-5000 employees
H1B Sponsorship
Confluence Health has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (8)
2023 (5)
2022 (3)
2021 (2)
2020 (7)
Funding
Current Stage
Late StageLeadership Team
Andrew Jones
Chief Executive Officer
Recent News
2025-10-21
Confluent Health companies
2025-06-26
Company data provided by crunchbase